IT Support Specialist

Serco Belgium

Job Description

Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 120,000 employees worldwide.

Due to continued growth, we are looking to recruit an IT Support Specialist on our prestige customer site in central Frankfurt, Germany.

Salary information available upon application - Relocation assistance will be provided.

Main responsibilities of the IT support specialist: Install personal computer hardware, performs preventive maintenance, and assists end users with problems. Has the ability to: - set up/replace/troubleshoot personal computers (PCs) and printers following manufacturer's or other written or verbal instructions - Install/replace/troubleshoot peripherals such as Smartcard readers, webcams, network cards, hard drives, memory. Install software on personal computers and assists end -users with problems. Has the ability to: - Install commercial software packages following manufacturers or other written or verbal instructions. - configure software for use with specific printers - Assist end-users with common tasks and common problems encountered with software used for word processing, email, and file compression. Assist end-users with connections from computers from outside their office to the organisation. Prepare simple instructions for end-users to follow while completing common tasks. In particular to have: - A skill in identifying and using terminology that end-users will understand - A skill in writing instructions that are complete and are logically organized - The ability to convey complex or technical subject-matter in terms that a lay person or someone without technical training can understand Perform Service Desk tasks and Welcome Centre tasks, such as: - Taking phone calls. - Raising incident and request tickets. - Issuing certificates, tokens and smartcards. Maintain and update the knowledge database and wiki's. Support projects in their handover to operations. Perform asset scanning and reconciliation tasks. Maintain the loan- and replacement-laptop pool (eg Imaging, administration, software installation).

The ideal IT support specialist should have at least 10 years of relevant experience. Proven working experience with supporting the Windows family desktop OS environment and peripheral equipment in a secure working environment (10+ years), in particular with Windows 7 in the areas of: - Installation and configuration incl. disk encryption - Troubleshooting and (data) recovery - Network connectivity Proven working experience with providing end-user support (10+ years), in particular by means of remote access and visiting end-users. Proven working experience providing troubleshooting and functional support to end-users for the products from the Microsoft Office suite such as Outlook, Word and Excel (10+ years). Proven working experience in an ITIL environment implementing processes (5+ years) for: - Incident Management - Service Request Fulfilment A good command of English with proven drafting ability.

The following three generic technical competencies are considered to be an asset: Proven working experience with supporting remote access and teleworking solutions based on Citrix and VPN solution including strong authentication mechanisms such as one-time tokens. Proven working experience with the configuration and troubleshooting of encryption tools eg PGP, S/MIME, Bitlocker, smartcards, including the use of certificates. A good understanding of Information Technology in general including Back End environments.

Behavioural competencies for the IT support specialist: Works harmoniously with others to get a job done; responds positively to instructions and procedures; able to work well with staff, co-workers, peers and managers; shares critical information with everyone involved in a project; works effectively on projects that cross functional lines; helps to set a tone of cooperation within the work group and across groups; coordinates own work with others; seeks opinions; values working relationships; when appropriate facilitates discussion before decision-making process is complete. Demonstrates knowledge of techniques, skills, equipment, procedures and materials. Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills. Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Responds to requests for IT service in a timely and thorough manner; does what is necessary to ensure customer satisfaction; prioritises customer needs; follows up to evaluate customer satisfaction. Establishes high standards and measures; is able to maintain high standards despite pressing deadlines; does work right the first time and inspects work for flaws; tests new methods thoroughly; considers excellence a fundamental priority. Remains open-minded and changes opinions on the basis of new information; performs a wide variety of tasks and changes focus quickly as demands change; manages transitions from task to task effectively; adapts to varying customer needs.

About the company: Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 120,000 employees worldwide.

Serco is a values-led company and our culture and ethos are at the heart of everything we do.

These are core values that employees live by at Serco: We value working with our customers in a collaborative, flexible way. We encourage social responsibility, treating people in the way we would wish to be treated. We instil a stimulating culture where people feel they can personally make a difference. We aim to build a long term relationship by bringing assured service delivery, helping our clients achieve their ambitions.

Do you fit the IT Support Specialist profile? Please click the apply button to submit your CV!